Service Desk Technician III

Are you looking for limitless career opportunities with a company that values growth, innovation, and teamwork? At Ntiva, we’re more than a Managed Services Provider, we’re a community dedicated to helping each other, our clients, and their businesses thrive both personally and professionally. Ntiva is a culture of people who are passionate about the work…and each other. 

Our clients view us as an essential part of their teams, relying on us for strategic guidance, fast solutions to complex challenges, and proactive support. With strategic locations across the U.S. and leadership from our founder, Steven Freidkin, we’re on the front lines of a fast-paced industry, facing cybersecurity threats and rapid technology changes together. 

If you thrive in a dynamic, supportive environment and enjoy going above and beyond, we’d love to meet you. Come explore one of our many opportunities and grow with us! 

 

 

How you’ll make an impact
As a Service Desk Technician III, you will be responsible for managing and resolving elevated support desk tickets escalated from Tier 2 or directly assigned to you when necessary. Your primary focus will be to fully resolve complex tickets while adhering to Service Level Objectives (SLOs). Additionally, you will work to prevent further escalations by providing advanced first-touch resolution whenever possible. Maintaining high-quality service, fast response times, and a customer-focused mindset with clear communication will be essential. The ideal candidate should thrive in a fast-paced environment, demonstrating the ability to switch quickly and effectively between tasks while keeping the customer informed throughout the process.

 

Location and Work Expectations

• This is a remote position; however, team members should be willing and able to travel if the need arises, though such travel is expected to be infrequent. To best support our clients and team, this role is open only to candidates who are physically located in Lombard, IL
• Monday-Friday, 8am-5pm CST

 

What you will be doing

• Manage and resolve elevated client service tickets from Tier 2 or assigned for Tier 3 support, ensuring timely resolution or proper escalation
• Maintain accurate ticket records using service management software (e.g., ConnectWise Manage)
• Troubleshoot and resolve complex client issues, performing root-cause analysis and implementing long-term solutions
• Perform software upgrades and address system gaps or configuration challenges.
• Update and maintain accurate client documentation
• Identify and communicate infrastructure improvements, performance optimizations, and security concerns
• Coach and mentor fellow Ntivians to enhance performance and support professional development
• Ensure adherence to industry best practices and compliance with security and operational standards
• Assist with additional duties to support team goals and business objectives
• Make configuration updates to existing client infrastructure, including network devices, organizational policies, and DNS records
  
  

Required Knowledge and Experience

• 3-5 years of total IT experience, with at least 1-3 years at the Tier 2 or equivalent level, with advanced experience in IT support and administration
• Expertise in supporting, administering, and troubleshooting Microsoft Desktop and Server operating systems and applications
• Deep knowledge of Microsoft 365, Google Workspace, Microsoft Exchange, and related email technologies, including spam filters
• Strong knowledge of at least one cloud platform and its console
• Extensive experience with software deployments, configuration management, and endpoint security (AV, device hardening)
• Proficiency with network hardware, including Firewalls, Managed Switches, WAPs, and VoIP phone support
• Knowledge of RAID, NAS, and SAN concepts
• Familiarity with Apple macOS
• Expertise in supporting iOS and Android devices
• Advanced skills in managing shared drive permissions, optimizing security groups, and implementing "need to know" access controls
• Expertise in group policy management, including item-level filtering and security groups
  Advanced experience with SSL VPN, Site-to-Site VPN, NAT/PAT policies, Access Rule Creation, and Advanced Routing
• Extensive experience in Windows Server administration (Active Directory, Group Policy, DNS, DHCP, NPS, Print Management)
• Advanced knowledge of virtualization technologies: VMware ESXi, Hyper-V, and Azure
• Expertise in SSL Certificate creation, implementation, and management
• Advanced diagnostic skills